Operations Manager, Customer CareContinuum Global Solutions

Do you have 3+ years as a Call Center/Operational Supervisor? Do you enjoy hiring and coaching new team members? Are you located in Cebu? We have an immediate opening for an Operations Manager, to support our growing business in the Philippines. If you are ready to take your BPO career to the next level, don't miss this great opportunity - APPLY TODAY!
ESSENTIAL FUNCTIONS
Manage day-to-day operations in the customer service department
Plans, organizes, directs, and controls operations
Hire and train new customer service agents and support team members
Analyzes workflow and assignments to ensure operations run efficiently
Provides direction to staff members in resolving problems which arise with internal or external customers
Assess service statistics and prepare detailed reports on your findings
Manage the approved budget of the customer service department
Stay informed on the latest industry techniques and methods
solicit feedback on service levels and implement solutions to address issues
Adapts departmental plans and priorities to address resource and operational challenges
Create effective customer service procedures, policies, and standards
Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis
REQUIRED EDUCATION AND EXPERIENCE:
3+ Years in a Supervisor role in a Call Center
Must have experience supporting to US clients
High School Diploma
Extremely competent with verbal and written English communication skills
Experience with Microsoft Office & Customer Service Software
Thrives in a fast pace client driven environment
PERKS & BENEFITS
Salary Range: ₱519,000 - ₱866,000 (based on experience)
Stable Full-Time Employment & Bonus/Incentive Pay
Insurance & Other Company Benefits
Fun, Healthy Work Environment
WORK ENVIRONMENT: This job operates in a professional office environment in a call center and remotely, as needed. Right now, this role is being performed in remote environment, which is temporary due to COVID. work from home with the understanding that this position may migrate to an office environment with or without notice.
POSITION TYPE/EXPECTED HOURS: This is a full-time position requiring a minimum of 40 hours per week. This position requires flexibility to work on US hours and may include working extended hours including public holidays and weekends.
Continuum Global Solutions' customer care services and call centers have been embraced by top companies worldwide. The company's Fortune-500 clients rely on its vast expertise in customer care management. Continuum Global Solutions leverages world class voice, chat, email, and social technologies. Continuum has more than 16,000 employees in major international markets and serves tier-1 clients across multiple industry verticals. More information can be found at www.continuumgbl.com. Continuum is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, disability, military/veteran status, citizenship status, genetic information, or any other characteristic protected by applicable federal, state, or local laws. Individuals with disabilities in need of a reasonable accommodation to apply or compete for employment with Continuum Global Solutions or one of its subsidiaries may request such accommodation(s) by sending an e-mail to [Protected Info]. Be sure to include your name, the job you are interested in, and the accommodation you are seeking. Continuum recruiting correspondence will always come from a talent acquisition representative with an official @continuumgbl e-mail address. In addition, our representatives will never ask for any form of payment from a new hire or candidate. Please report suspicious activity to [Protected Info].
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